Experienced Bilingual Customer Engagement Representative – Hybrid Role for Powersports Loan Servicing and Customer Support at arenaflex

Introduction to arenaflex arenaflex is at the forefront of revolutionizing recreational purchases, delivering a seamless and end-to-end digital buying experience that connects people with their passions. By combining cutting-edge technology and innovative risk strategies, we make lifestyle purchases such as powersports vehicles, RVs, and OPE fast, easy, and accessible. Our mission is to inspire enthusiasts and provide superior support throughout the customer journey, from inspiring editorial content to instant prequalification for financing, easy closing processes, and exceptional loan servicing. About the Role We are seeking a highly skilled and bilingual (fluent in Spanish) Customer Engagement Representative to join our team in Irving, Texas. This is a unique opportunity to be part of building a best-in-class servicing organization for our growing portfolio of powersports loans. As a Customer Engagement Representative, you will play a crucial role in providing exceptional customer support, resolving issues, and ensuring customer satisfaction. Your ability to communicate effectively in both English and Spanish will be a significant asset in this role, allowing you to connect with a diverse range of customers and provide personalized support. Key Responsibilities Handle an average of 80 inbound and outbound calls per day, ensuring prompt and professional communication with customers. Process phone payments efficiently and securely, following all necessary protocols and guidelines. Conduct outbound customer interview calls to gather information, resolve issues, and improve customer satisfaction. Communicate and resolve customer issues via online chat channels, providing timely and effective support. Resolve common customer concerns regarding their powersports loan, including payment issues, account inquiries, and other related matters. Meet monthly productivity and quality goals, consistently striving for excellence in customer service and support. Comply with all federal and state-specific laws that regulate collections and servicing activities, ensuring adherence to regulatory requirements. Requirements and Qualifications To be successful in this role, you will need: A High School Diploma or GED, with some college coursework being a plus. Preferably, you will have two years of customer service experience, ideally in auto finance or an installment loan portfolio. Collection experience is also a plus. A minimum of 2 years of related customer service experience in a fast-paced environment, with a proven track record of providing exceptional support and resolving customer issues. Working knowledge of Word and Excel, with the ability to master the use of web-based systems of record (such as LoanPro) through training and practice. Strong communication skills, both verbally and written, with the ability to communicate effectively with customers via phone and online chat channels. Excellent "people" skills, with a strong customer service attitude and the ability to demonstrate problem-solving ability in a fast-paced environment. The ability to work a flexible schedule, which may include some overtime, nights, weekends, and holidays, with a strong work ethic and punctuality. Essential Skills and Competencies In addition to the requirements and qualifications listed above, the following skills and competencies are essential for success in this role: Strong problem-solving and analytical skills, with the ability to resolve complex customer issues and provide effective solutions. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. The ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities with ease. A strong customer service attitude, with a focus on providing exceptional support and ensuring customer satisfaction. The ability to adapt to changing circumstances and priorities, with a flexible and positive approach to work. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development, both personally and professionally. As a Customer Engagement Representative, you will have access to: Comprehensive training programs, designed to help you develop the skills and knowledge needed to succeed in your role. Ongoing coaching and feedback, to support your growth and development as a customer service professional. Opportunities for advancement, with a clear path for career progression and professional development. A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service. Work Environment and Company Culture arenaflex is a remote-first company, with a strong focus on flexibility and work-life balance. Our company culture is built around the following values: A passion for innovation and excellence, with a commitment to delivering exceptional customer service and support. A focus on teamwork and collaboration, with a dynamic and supportive work environment. A commitment to diversity and inclusion, with a workplace that values and respects individual differences. A strong emphasis on employee well-being, with a range of benefits and perks designed to support your physical and mental health. Compensation, Perks, and Benefits As a Customer Engagement Representative at arenaflex, you will be eligible for a range of benefits, including: Robust health care plans, including medical, dental, and vision coverage. Up to 20 days of paid time off (PTO) per year, accrued over time. Generous parental leave policies, to support you and your family during times of need. A retirement plan with company match, to help you plan for your future. Educational assistance and tuition reimbursement, up to $3,000 per year. A powersports safety benefit, to support your passion for powersports and outdoor activities. A Gympass wellness benefit, to support your physical and mental health. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Engagement Representative, you will play a critical role in our team, providing support and resolving issues for our customers. With a range of benefits, perks, and opportunities for growth and development, this is a unique chance to join a dynamic and innovative company that values its employees and is committed to excellence. Apply now to take the first step in your career with arenaflex! Apply for this job